Deskside Engineer, Madrid

Responsibilities

Deliver high-quality, service-focused support in person, by phone, via chat, or email to both onsite and remote end users in Spain and other EMEA offices; Provide exceptional VIP support with efficiency and professionalism; Troubleshoot problem areas promptly and accurately, providing end-user assistance as needed.; Resolve complex issues and collaborate with other teams to identify root causes and solutions.; Install, diagnose, repair, maintain, and upgrade PC hardware and equipment to ensure optimal workstation performance.; Have equally strong skills and experience with both Windows and Macs; Document incidents, problems, requests, and tasks in DDN’s ITSM system.; Escalate critical incidents to management as necessary.; Perform day-to-day operational activities related to inventory, shipping and receiving IT hardware.; Work independently while being a collaborative team member committed to team success.; Follow standard operating procedures for processes and documentation.; Availability to work after hours or on weekends as required. Potential for travel (10% of the time)

Requirements

Associate degree (or equivalent proven industry experience).; 3–4 years of experience in deskside support with a focus on end-user services.; Strong problem-solving, analytical and customer service skills.; Experience troubleshooting and installing laptops, printers, and mobile devices.; Proficiency with Windows and Macs; Knowledge of Google Workspace – Gmail, Drive, and all related productivity apps; Proficiency with Slack; Experience with ticketing and incident management platforms, for managing user requests and escalations; Knowledge of networking fundamentals and remote support tools.

Nice to have

A+ Certification (Highly Preferred).; Bachelor’s degree.; Experience with Active Directory administration; Experience with Google Workspace; Experience with cloud printing solutions such as Printix or Papercut.; Experience with Video Conference and Collaboration technologies.; Experience working with Active Directory.; Microsoft MCP Certifications.